Ian,

Yes that is helpful.   I am looking at the idea of governance boundaries.   I do like the direction you are heading.

For instance, our problem tickets we have due dates on and on the tasks as well.     Those due dates give us a timeframe in terms of when the ticket is moved from Open to either Known error or Resolved/Closed.   That was one thought I had.   but I'd like to hear your thoughts on that latter point of yours.